30+ days ago


London, London


The CRM manager will be responsible for co-creating and supporting the delivery of the member strategy for around 4 to 5 of our European Health & Beauty business units (the likes of Superdrug, The Perfume shop, Marionnaud and many More!). In this role, you will be working closely and collaboratively with our local teams to plan and evaluate the CRM communications ensuring the growth and improvement in customer retention metrics, Customer Life Time Value and business KPIs.

Key Responsibilities:

  • Support the development of the CRM strategy for a selection of business units across Mass & Luxury Health & Beauty that drives growth with our existing members and works acquires new ones.
  • Lead the weekly and monthly calls with business unit teams to support trade decisions and ensuring all campaigns that are planned will drive the growth of online and the CRM KPIs (active rate, MSP, member sales and total members).
  • Co-define and deliver best in class member programmes across business units working closely with internal teams to build multi-channel campaigns that drive online & offline revenue (e.g. welcome, lapsing, VIP, birthday etc).
  • Engage with the local teams to encourage an offline & offline approach to campaign planning (email, DM, App Push, SMS etc), also ensuring all campaigns are targeted and personalised to members.
  • Use customer insight to refine CRM activity throughout the year, supporting our business units to to plan the right activity to drive the right outcomes. Key focus on increasing digital contactability of the member base.
  • Working hand-in-hand with operations team to ensure the campaign delivery and briefing process is accurate and rooted in data.
  • Form a good working relationship with the digital teams ensuring all communications are aligned to online journeys and wider marketing plans.
  • Support the implementation of strategic group projects with BUs, ensuring they are delivered in a clear and efficient way for local teams.
  • Keep up to date with key trends from CRM & Loyalty.
  • Your key KPIs? Member Sales Participation, Total Members, Gross Member Sales & Active Rate

What we look for: 

  • Commercially savvy with a strong understanding of customer data and campaigns to drive commercial value.
  • Ideally have a few years hands-on experience working in CRM and Loyalty teams.
  • A self-starter with a ‘can do’ attitude that understands the power of CRM to build lasting customer relationships and is always in-the-know on the latest industry trends. Comfortable and excited to work cross-functionality .
  • Extensive email experience, with good working knowledge of CRM channels to drive online & offline customer behaviour (Direct Mail, Push, SMS etc)
  • Comprehensive understanding of the Campaign management process, briefing, designing, proofing and delivery management
  • Good working knowledge of customer segmentation, personalisation and targeting methodologies
  • Passionate about the customer and understand the commercial benefit to be gained via increasing relevancy of communications.
  • A confident communicator who is able to influence at senior levels, is commercially aware and challenges the norm.
  • Excellent organisational and time management skills and the ability to prioritise competing demands
  • A passion for numbers and strong analytical skills
  • Good working knowledge of customer segmentation, personalisation and targeting methodologies